It's really weird how it's the total opposite for call centers for ISP/Cable companies. The job of the operator is not to solve your problem but to keep you as a client.
I rephrase it: the first and main goal of the support person is to keep you as a client, not to solve your problem.
I learned that when I applied for such a job, was given half an hour of sitting next to a support person and listening in to conversations between customers and that support person.
Then I got a 5 minutes interview where I was asked what I thought was the purpose and first objective of the job I was applying to: "Before passing the door I'd have said to solve customer's problems but now I can see it's more like... 90% is to keep the customers from leaving, 10% solve the problems. It doesn't matter if the problem gets solved.". The recruiter/head of service and my eyes met and we instantly both agree it wasn't a place for me ^^.
I rephrase it: the first and main goal of the support person is to keep you as a client, not to solve your problem.
I learned that when I applied for such a job, was given half an hour of sitting next to a support person and listening in to conversations between customers and that support person.
Then I got a 5 minutes interview where I was asked what I thought was the purpose and first objective of the job I was applying to: "Before passing the door I'd have said to solve customer's problems but now I can see it's more like... 90% is to keep the customers from leaving, 10% solve the problems. It doesn't matter if the problem gets solved.". The recruiter/head of service and my eyes met and we instantly both agree it wasn't a place for me ^^.